Social Collaboration

The proliferation of mobile devices and PDAs has driven our desire to be connected to the wider world at all times. Social networks like Facebook and Twitter are driving a culture of immediacy. It is becoming increasingly common for consumers to take to social media to share their thoughts, provide feedback or vent their frustration about products or services. This, in turn, usually generates a lot of online conversation with other customers, who either share the same opinions or have had a different experience. For businesses, this means another chance to have an active presence and connect with customers directly, especially in B2C scenario. Since customers are able to communicate happiness or concerns about services or products in real-time, brands also need to continually monitor such social conversations and take part or respond to those conversations. Today’s CRM systems enable seamless collaboration with your customers across networks, track social conversations, manage online discussion communities and even provide immediate service for any concern posted in social web. In a socially networked world, engagement with your customers can happen any time anywhere.